Steinberg support representative just lied to me ? or he doesnt know cubase

[TS-12]

first I contacted chat support but was told right way " call this number ... "
called them, while i was on hold, they kept mentioning their online chat support if I dont want to wait any longer for the representative.

so the issue I had was that when recording midi in key editor the notes werent merging, and the "record in key editor" button was missing.
the support guy said he'll check it on his system,
few minutes later says its doing the same thing on his system and it must be a new feature.

after the call I went deleted all Cubase 10 preferences, and now everything is working properly again.

so now I'm wondering, did steinberg rep also had his Cubase 10 installation with corrupt preferences as well ?
or did he just lied to me ?

[jancivil]

That's funny. And I had the same thing happen because corrupt preferences, which was a bit unsettling.

[jonljacobi]

I'd go down a whole list of things before I'd accused someone of lying.

[TS-12]

well, I spent like 20 minutes on the phone with him, trying to prove that its not the way is should work and he just kept telling me "yea its been changed for version 10"

[Jace-BeOS]

Sounds to me like support is as in the dark as users are. Not a good sign. If they have to work it out on their own, and run into the same bugs...

[DocSnyder]

Sounds to me that unlike on a customer machine, the support has no obvious reason to assume the preferences on their dedicated machines are messed up in any way and therefore think it's very likely rather a feature/something removed than a bug. I'd not say he lied but came to the wrong conclusion. Btw I also wouldn't expect support to know of every little thing changed or any minor feature added in a big list and thus not being able to quickly help in a 20min phone call. I experienced those hotlines are more for the user error questions or FAQ, else mail is the better alternative.

[tooneba]

You just got steinberged.

[Caine123]

Sadly i can only tell that in my experienceS the support sucks!
Im unsure to activate cubase cause i wanted to try a new daw longer than the demo period.

[alonl6]

At least you have support. I don't. It's depends on your country, but for me, they simply say that I need to go to the reseller. I don't know what to think about this.. don't know if it more funny or more stupid. The reseller is a shop owner, not a developer or a support specialist for cubase.
I don't want much.. really, but the minimum is at least give me the option to send bug reports.
For now I had enough with them so I don't use their products anymore.. I don't want to give such company money.. although cubase is a great daw. I think their mentality still stuck in the 90's like many companies in the audio industry unfortunately

[v1o]

well, I spent like 20 minutes on the phone with him, trying to prove that its not the way is should work and he just kept telling me "yea its been changed for version 10"

Well if it was doing the exact same thing on his system then maybe he wasn't lying. He just didn't know it was a bug not a feature. You should have advised him to delete his preferences like you did to solve the issue.

[jancivil]

Sounds to me that unlike on a customer machine, the support has no obvious reason to assume the preferences on their dedicated machines are messed up in any way and therefore...

Well, I don't know how the assumption a support person's machine is so clean 'Cubase preferences can't become corrupt' works either; it's a definite thing which experienced users, two here in thread, would try next if not first. I did immediately, it's inexplicable to have it work and stop working. Other software, same exact thing, too.

[TS-12]

well, I spent like 20 minutes on the phone with him, trying to prove that its not the way is should work and he just kept telling me "yea its been changed for version 10"

Well if it was doing the exact same thing on his system then maybe he wasn't lying. He just didn't know it was a bug not a feature. You should have advised him to delete his preferences like you did to solve the issue.

I believed him at first , believed that that's the way midi recording works in cubase 10. But only decided after the phone call to try trashing preferences.